WebHelpDesk Request Types

ACOG Tickets
    Application Development
    Enterprise Systems
    Network Operations
    Systems
    Tech Support
Administrative & Business
    Business Capability & Process Automation
        Asana
            Educate User
            Request an Organization Admin Account
            Request an Organization Guest Account
            Request an Organization Member Account
            Request for Change
            Troubleshoot
            Unknown Request Type
    Data, Reporting, & Analytics
        Cognos
            Educate User
            Request Access
            Request for Change
            Troubleshoot
        FileMaker Pro
            Educate User
            Install FileMaker Pro
            Troubleshoot
Alumni & Advancement
    Access
        Lockout Restet
        New Account Request
        Password change
        Security group change
        Shared Rights
    ADV-Auto Email Request
    Business Process Review
    Payment Kiosk
        Create a New User
        Educate User
        Request for Change
        Troubleshoot
        Unknown Request Type
    Request For Change
        RFC-Emergency
        RFC-NEW Request
        RFC-Normal
        RFC-Standard
    Software
        Configure
        Install
        Troubleshoot
        Update
    Training
Bill / Purchase
    Bill
    Estimate
    Purchase
Conferencing
    Conference Room
        Educate User
        Maintenance
        Troubleshoot
    Web Conferencing
        Google Meet
            Educate User
            Executive Support
            Request for Change
            Troubleshoot
        Zoom
            Add/Change/Cancel Course Meeting
            Deactivate Account
                Employee Separation
                Request an Account Deactivation
            Educate User
            Executive Conference Support
            Request a Webinar Event
            Request an Account Downgrade
            Request an Account Upgrade
            Request for Change
            Request Marketplace App Pre-approval
            Request Reimbursement
            Troubleshoot
            Unknown Request Type
Databases
    FileMaker Pro
        Educate User
        Troubleshoot
Desktop & Mobile Computing
    Computer
        COVID - Desktop Leaving for Remote Work
        Desktop Taskforce Workflows
            Update OS - Mac (IT Performed)
            Update OS - Mac (Self Service)
            Upgrade HW - Mac
        Dispose
            E-Waste
            Recycle
            Remove DEP Enrollment
        Educate User
        Loan
        Manage Access
            Add/Change/Create/Remove Workstation Group
            Add/Change/Remove Manager
            Educate User
            Troubleshoot
        Purchase
        Re-Image
            CT Stock
            Department Purchase
            Loaner
            Personal
        Repair
        Replace
            Hardware Upgrade
            Lease Refresh
            Platform Change
            Quick-Swap
            Summer Refresh
        Request for Change
        Retrieve
            Department Purchase
            Employee Separation
            Kiosk
            Lease
        Set Up & Deploy
            Department Purchase
            Employee Onboarding
            Kiosk
            Subscription
        Troubleshoot
        Update OS
        zJAMFIncidentTicketAutomation (Don't Use This)
    Data Management
        Computer Hard Drive
            Employee Separation (Data Transfer)
            Recover Erased Data from Personal Computer
        Department File Server
            Create File Server
            Educate User
            Manage Access
                Add/Change/Remove Manager
                Employee Separation
            Recover Data
            Request Additional Storage
            Troubleshoot
        Enterprise Data Backup (CrashPlan)
            Configure/Install
            Deactivate
            Educate User
            Employee Separation (Backup Cleanup)
            Request for Change
            Restore Data
            Troubleshoot
        Google Drive
            My Drive
                Educate User
                Request for Change
                Troubleshoot
                Unknown Request Type
            Request Google Drive App Access
            Shared Drive
                Add/Change/Remove Manager
                Archive Shared Drive
                Create a Shared Drive
                Educate User
                Request for Change
                Troubleshoot
                Unknown Request Type
    iOS Device
        Educate User
        Loan
        Loan TouchNet iPad
        Re-image
            Loaner
            Shared iOS Device
        Request for Change
        Set Up & Deploy
            Classroom
        Troubleshoot
        Unknown Request Type
    Peripherals
        COVID - Peripherals Leaving for Remote Work
        Deploy
        Dispose
            E-Waste
            Recycle
        Educate User
        Loan
        Purchase
            Department Purchase
            Vendor Purchase
        Repair
        Replace
            Hardware Upgrade
            Quick-Swap
        Retrieve
        Troubleshoot
    Print/Copy
        Clarify a Charge
        Create/Update Printer Package
        Dispose
            E-Waste
            Recycle
        Educate User
        Manage Access
            Add/Change/Remove Cost Center
            Add/Change/Remove Cost Center Manager
            Employee Separation
        Move
        Purchase
            Vendor Purchase
        Replace
            Quick-Swap
            Refresh
            Right-Size
        Reprint/Refund
        Request Dept. Printer
        Retrieve
        Set Up & Deploy
        TC Maintenance
        Troubleshoot
        Update a Bizhub Copier Address Book
Document Imaging & Mgmt
    Perceptive Content
        Perceptive Content (Desktop Client)
            Add/Change/Remove User
            Deploy/Replace/Decommission Scanner
            Educate User
            Install Client Software
            Troubleshoot
        Perceptive Content (Online Client)
            Add/Change/Remove User
            Educate User
            Troubleshoot
Email & Collaboration Services
    Confluence
        Add/Change/Remove Manager
        Add/Change/Remove Space
        Add/Change/Remove User
        Educate User
        Request for Change
        Troubleshoot
        Unknown Request Type
    Gmail
        Change Address Name
        Create BCC Teletherapist Alias
        Deactivate an Account
            Employee Separation
            Employee Separation (Dept Email Check/Clean-up)
            Request to Deactivate Account
        Delete an @gtempaccount
        Educate User
        Employee Onboarding
        Request a New Account
            Request a Department Account
            Request an Alumni Account
        Request for Change
        Reset Department Email Password
        Troubleshoot
        Unknown Request Type
    Google Calendar
        Create a Resource Calendar
        Educate User
        Request for Change
        Troubleshoot
    Google Groups
        Add/Change/Remove Manager
        Create a New Group
        Educate User
        Request for Change
        Troubleshoot
        Unknown Request Type
    Office 365
        Educate User
        Request App Approval
        Troubleshoot
    Slack
        Access Request Form Submission
        Change User Account
        Create Account
        Deactivate User Account
        Educate User
        New Account
        Request for Change
        Troubleshoot
    Zoom Chat
Employee Management
    Employee New Hire/Job Change
    Employee Separation
    IT Helpdesk Worker New Hire
    IT Student Worker Offboarding
Infrastructure
    Card Readers
    Network & Connectivity Management
    Observational Camera
    Satellite Dish
    Security Camera
        Install
        Troubleshoot
    Server & Storage Management
        Transact
Instructional Technology
    Biola LEARN
        Request for Change
        Troubleshoot
        Unknown Request Type
        User Education
    Canvas (LMS)
        Create User Account
        Educate User
        Manage Course
            Copy Course
            Request Instructional Design Consult
            Update Cross-listing
            Update Roster
        Troubleshoot
    Classroom
        Appointment for Tech Walkthrough
        Educate User
        Maintenance
        Request Custom Classroom Tech
        Request Remote Instr. Tech Consult
        Troubleshoot
        Zoom Room Alert
    Labs
        Physical Labs
            Educate User
            Maintenance
            Request for Change
            Request New Software
            Troubleshoot
            Unknown Request Type
        Virtual Labs
            Apporto Virtual Lab
                Educate User
                Request Additional Virtual Lab Hours
                Request for Change
                Request Virtual Lab Access
                Troubleshoot
            Citrix Virtual Computer Lab
                Educate User
                Troubleshoot
    Lecture Capture (VidGrid)
        Educate User
        Request for Change
        Troubleshoot
        Unknown Request Type
    Library Databases
    Lockdown Browser (Respondus)
        Educate User
        Install/Configure
        Request for Change
        Request Respondus for Course
        Troubleshoot
        Unknown Request Type
IT Professional Services
    Digital Accessibility
        Accessibility Point Person Onboarding
        Contract Review
        Educate User
        Report Inaccessible Content
        Request Accessible Document Assistance
        Request Automatic Live Captioning
        Request Software/Website Review
        Streamer
            Educate User
            Remove an Account
            Request a Streamer Room
            Request Streamer Account(s) for Speaker(s)
            Troubleshoot
        Unknown Request Type
    IT Communications & Documentation
        Communicate to Stakeholders
        Create a Service Catalog Entry
        Create Service Level Agreement (SLA)
        Create/Update Documentation
        Request for Change
    IT Service Delivery & Support
        Google Admin (admin.google.com)
            Change User Account
            Create User Account
            Delete User Account
            Educate User
            Request for Change
            Troubleshoot
            Unknown Request Type
    IT Service Mgmt.
        ITSM Intake for New Service
        Student Worker Onboarding
            .SW Info Intake Ticket
            Assign LinkedIn Learning Training
            Cart Training
            Helpdesk Training
        WHD Ticketing
            Add/Change/Remove Tech
            Educate User
            GCal Notification Automation Failure
            Request for Change
            Resolve Email Reply Error
            Troubleshoot
IT Project
IT Security
    Identity & Access Mgmt.
        Account Credential Storage (LastPass)
            Create a User Account
            Deactivate a User Account
            Educate User
            Recover a Lost Account
            Request for Change
            Troubleshoot
            Unknown Request Type
        Biola Learn (non-NetID)
            Educate User
            Troubleshoot
        Biola NetID
            Educate User
            Troubleshoot
        Digital Eagle ID
            Educate User
            Troubleshoot
        Google 2-Step Verification
            Educate User
            Regain Access to an Account Locked by 2SV
            Request an Alternative Verification Method
            Request for Change
            Troubleshoot
            Unknown Request Type
        Hardware
            Request Lockdown Kit Code
        Investigate Missing Affiliation
        Library Computer Guest Access
        Office 365 Account
            Educate User
            Reset Account Password
            Troubleshoot
        Request For Change
    Incident Response & Investigation
        Report a Leaked Password
        Report a Lost/Stolen Asset
        Report Malware/Virus
        Report Phishing
        Report Ransomware
        Report Sensitive Data Exposure
        Report Zoom-bombing
        Restore a Compromised Account
            Restore a Faculty/Staff Gmail
            Restore an Alumni/Student Gmail
        Track a Missing Asset
    Security Consulting & Education
        Assess Risk & Security
        Educate User
        Review Contract
        Review Email for Phishing
Mass Communications & Emergency Notifications
    Digital Signage
        Add/Change/Remove Manager
        Bill/Purchase
            Department Purchase
            Vendor Purchase
        Configure/Install
        Deploy
        Educate User
        Move
        Replace
        Retrieve
        Troubleshoot
    Rave
        Educate User
        Troubleshoot
Network
    Biola Wired Network
        Activate Port
        Add/Change/Modify Port
        Educate User
        Troubleshoot
    Biola Wireless Network
        Biola-Guest Connection
            Educate User
            Troubleshoot
        Biola-NetID Connection
            Educate User
            Troubleshoot
        Register a Device
            Educate User
            Troubleshoot
        Request Hotspot Loan - COVID
        Wireless Access Point
            Install
            Repair
    Copyright Infringement
    Firewall Access-List Change
    Home Network
        Educate User
        Troubleshoot
    Network Address Management
        Create Static IP / DNS Record
        Register a Domain
        Request a Domain Name Approval
    Remote Access (VPN)
        Educate User
        Request VPN Access
        Troubleshoot
    Security Incident on Network
    Web Certificate Mgmt
        Change a Cert
        Discontinue a Cert
        Re-issue a Cert
        Request a New Cert
    Web Filtering
        Request to Unblock Website
Phone
    Call Center (UCCX)
        Add/Remove Agents
        Change Business Hours
        Change Script
        Educate User
        Reset Call Center PIN
        Troubleshoot
    Phone/Jabber
        Add Phone/Phone Line
        Cell Phone Signal Issue
        Change Phone/Phone Line
        Configure User to Dept. Ext
        Educate User
        Enable International Calling
        Remove Phone/Phone Line
        Repair Hardware
        Troubleshoot
    Voice Menu
        Change Business Hours
        Change Service
        Educate User
        Troubleshoot
Request For Change
    IT Policy or Procedure
    IT System
    WHD-NORMAL
    WHD-STANDARD
Software
    Biola Web-software Support
        apps.biola
            Educate User
            Request for Change
            Troubleshoot
        biola.edu (WWW)
            Educate User
            Troubleshoot
        biola.edu/directory
            Educate User
            Troubleshoot
        MyAccount
            Add/Change/Remove Admin Access
            Educate User
            Troubleshoot
        timecard.biola.edu
            Educate User
            Troubleshoot
        Turnstile
            Educate User
            Troubleshoot
        WCMS (Web Content Management System)
            Educate User
            Troubleshoot
        youth.biola.edu
            Educate User
            Troubleshoot
    Employee Separation
    Productivity Software Support
        Computer-based Software
            Adobe Acrobat Pro
                Educate User
                Troubleshoot
            Adobe Acrobat Reader
                Educate User
                Troubleshoot
            Adobe Creative Cloud
                Educate User
                Troubleshoot
            Citrix Workspace
                Educate User
                Request Access to Software
                Troubleshoot
            Microsoft Office 2016 & 2019
                Educate User
                Troubleshoot
        Web-based Software
            Google Apps
                Educate User
                Troubleshoot
            LinkedIn Learning
                Educate User
                Troubleshoot
    Software Distribution
        Distribute
        Educate User
        Purchase
Student Information Systems
    Advise CRM
        Educate User
        Employee Separation
        Manage Access
        Request for Change
        Troubleshoot
    Recruit CRM
        Configure/Install
        Educate User
        Troubleshoot
    Student Orientation Services
Systems Administration
    Access.Biola
    Banner
    Cognos
    Confluence Server
    File Sharing / Servers / VM
    Formstack
    Information Request
    Server Incident
    Single Sign On (SSO)
    Trogdir / 3-Keepers
    Unknown Request Type
Tech Commons
    Equipment Loan
        Borrow Keyboard-Mouse
        Fees
            Broken Equipment Fee
            Late Return Fee
            Petition Late Fee
        Loan
        Purchase
        Repair
Unknown Request Type
Web Services
    My.Biola (Terminal4)
        Add/Change/Remove Page
        Add/Change/Remove User
        Educate User
        Request for Change
        Troubleshoot
        Unknown Request Type
WHD Archive
    Connect to Server
        Educate User
        Troubleshoot
    Request a Google Shared Drive
WHD Pending Request Types
    Administrative & Business
        Alumni & Advancement
        Business Capability & Process Automation
            Formstack
                Forms
                    Create a Department/Group
                    Create a Temp User Account
                    Create a User Account
                    Deactivate a User Account
                    Educate user
                    Request for Change
                    Request Form Creation Consult
                    Troubleshoot
                    Unknown Request Type
                Sign
                    Create a User Account
                    Deactivate a User Account
                    Educate User
                    Request for Change
                    Request Form Creation Consult
                    Troubleshoot
                    Unknown Request Type
        Data, Reporting, & Analytics
        Medical & Health Systems
            Rave
                Change/Update User Lists
                Educate User
                Request for Change
                Troubleshoot
                Unknown Request Type
    Communication & Collaboration
        Conferencing & Telephones
            Conferencing
            Jabber
            Phone
        Email & Collaboration Services
            Confluence
                Archive a Space
                Change a User Account
                Create a Space
                Create a User Account
                Deactivate a User Account
                Educate User
                Request for Change
                Troubleshoot
                Unknown Request Type
            My.Biola (TerminalFour)
                Calendar & Events
                Change a User Account
                Change/Update Page
                Create a Page
                Create a User Account
                Deactivate a User Account
                Educate User
                Feature Request
                Request for Change
                Troubleshoot
                Unknown Request Type
        Mass Communications & Emergency Notifications
    Desktop & Mobile Device Support
        Computer
        Hardware Lifecycle Services
        Mobile Device
        Peripherals
        Printing & Related Services
        Software & Applications
            Biola Web-software Support
                Banner 9 (SSB)
                    Educate User
                    Troubleshoot
                Unlisted Software
                    Educate User
                    Purchase/Distribute
                    Troubleshoot
            Productivity Software Support
                Computer-based Software
                    Unlisted Software
                Web-based Software
                    Unlisted Software
    Infrastructure
        Database Mgmt.
            Banner
                Back Up Database
                Configure
                Upgrade
        Integration Services
            Integrate Services
            Trogdir / 3-Keepers
                Educate User
                Troubleshoot
        Network & Connectivity Management
        Server Infrastructure
            LDAP/CAS (Single Sign On)
                Integrate SSO
            Server Management
                Create
                Decommission
                Re-configure
                Upgrade
    Instructional Technology
        Academic Technology & Support
            Akindi
                Educate User
                Request for Change
                Troubleshoot
                Unknown Request Type
    IT Professional Services
        Continuous Improvement & Innovation
            Request Business Process Consult
        Digital Accessibility
            Personal Accessibility Services
                Onboard Accessibility Point Person
                Remediate Document Accessibility
                Request Document Accessibility Consult
                Review Contract
                Review Software/Website
                Unknown Request Type
        Information Security Services
            Assess Service
            Oversee Implementation
            Oversee Integration
            Request Policy Consult
            Research Best Practices
            Research Service
            Review Contract
        IT Service Delivery & Support
            3 Keepers
                Educate User
                Troubleshoot
            WHD
        Project Management
            Intake New Project
    IT Security
        Incident Response & Investigation
            Data Breach
            Deactivate Account
            Forensic Investigation
            Investigation
            Report a Lost/Stolen Asset
            Report Malware/Virus
            Report Phishing
            Report Ransomware
            Report Zoom-bombing
            Restore a Compromised Account
                Restore a Faculty/Staff Gmail
                Restore an Alumni/Student Gmail
            Track a Missing Asset
        Phish Alert Button
            Educate User
            Troubleshoot
        Security Consulting & Education
            Assess Risk & Security
            Presentation/Training
            Research IT Security
            Review Contract
            Send Simulated Phishing Campaign
            Unknown Request Type
    Reporting & Analytics
        Cognos
            Add/Change/Remove User
            Configure
            Educate User
            Troubleshoot
    Software
        Biola Web-software Support
            Funnelback
                Modify Search Results
                Request for Change
                Troubleshoot
                Unknown Request Type